west elm — Local services in Roseville

Review of West Elm at the Fountains – Disappointing Checkout Experience

As a professional interior designer who frequently shops locally for clients, I recently visited the West Elm at the Fountains. While shopping itself went smoothly, my experience at checkout was frustrating and unnecessarily complicated. I came in with $40 and two rewards that I planned to use on personal purchases of candles and Christmas ornaments. Unfortunately, the store’s new policy of requiring customers to bring the email and the specific reward certificate numbers created significant issues.

I was unaware of this policy in advance, and the poor Wi-Fi service in the store made it impossible to access the emails or download my rewards information on-site. Cell service in the store is also very weak, which further complicated things. When I expressed frustration at the situation, the cashier seemed irritated, as if I should have known the policy beforehand. In today’s digital age, expecting customers to manually track emails and rewards before leaving the house feels unreasonable.

When I became firm about wanting to apply my rewards, as I’m entitled to do, the cashier—whose name I believe was Selena—responded in a passive yet dismissive way. She said, “That’s not my problem. You’ll have to figure it out or plan ahead next time.” While she kept a professional tone, the response felt invalidating and unhelpful. Instead of feeling like a valued customer, I left the store feeling agitated. After spending several hundred dollars, I should have walked out with nothing but a smile on my face, not frustration.

As someone who shops regularly with clients, it’s incredibly disappointing to encounter such rigid policies and unhelpful service. My role as a designer is to bring business into local stores, but experiences like this make it difficult to recommend them to clients. While West Elm offers beautiful products, they are not the best quality available—and a negative customer service experience only compounds the frustration.

I also recommend that the store address its Wi-Fi issues if customers are expected to access digital coupons and rewards. Many of your locations in Northern California and the Bay Area suffer from poor connectivity. Investing in a reliable Wi-Fi network, such as Comcast commercial services with mesh routers or extenders, would go a long way toward improving the shopping experience.

Customer experience should always come first, especially when people are spending substantial amounts of money. I hope these concerns are taken seriously, as rigid policies and unaccommodating service make it difficult to want to continue shopping here—let alone...

Beware of this company and their customer service. I ordered a very expensive custom sofa, waited over two months for it to arrive. The delivery team plopped it down and shoved it up against the wall. After they immediately left, I pulled it away from the wall as I did not tell them to put it there. Only to find an over 12in box cutter gash on the side of my custom sofa. I immediately contacted West Elm customer service only to be transferring around and around in circles and then transfer to a department that was now closed and cannot leave a message. I emailed the company that day as well. The next day I did roundabout phone calls totalling hours of my time, submitted report after report, sent requested photos Etc. It is now 9 days later I'm still being transferred in circles, everybody says that it's being handled but nothing's being done. I have a danger in my home as I have young children and the inside of my very expensive custom couch is exposed. It's now sitting in the room with a tarp draped over it leaving my family no place to sit. I'm certainly not going to go purchase a new one until West Elm issues a refund and takes the broken couch from my home. I have coubtlessly called and requested supervisors, non are ever available. I have emailed, I have called I spoken to every Department, no Department knows what the other department is doing. It's the worst customer service I have ever experienced in the history of working with companies. I myself am a designer and I will never use West Elm again. Nor will I let my clients deal with a company that treats their customers who spends thousands of dollars in their store it's such a brazen and disrespectful way. Whatever you do, do not purchase the poorly maintained and made furniture from West Elm. Because even if you do spend the extra dollars to get the expensive furniture (like I did) it might be delivered damaged and there's nothing they will do to rectify it. You will regret it your purchase, I...

I used to hear the name West Elm and my initial thought is high-end luxury products. However, this thought process is both naive and not found to be an honest repsentation. Be careful when shopping at this company and ask for details on products. Fair warning or you may end up paying $1,500 for a table made of "engineered wood" with a veneer slapped on top. Or a solid wood table with an additional $300 (automatic delivery) add-on due to both size and weight.... ummm why not build that into the price of your furniture, little deceitful 🧐 . I will give credit she reduced the delivery to $179.99 to have it dropped off at my door.

Sadly you can't question them on this or you'll be treated immediately with disrespect and condemnation. It's a sad reality that when you force your employees to sell beer quality products at a champagne price tag your going to get similar in attitude. Do better West Elm. Just because you have a name in the design world shouldn't allow you to screw people.

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